Aftersales Service Manager
Hermès · Hong Kong
Responsible for overseeing the daily operations of the After Sales Repair Center and leading a multidisciplinary team, including store-based after-sales executive, in-store tailors, and leather craftsman. This role ensures the delivery of exceptional craftsmanship, operational efficiency, and a premium customer experience across all post-purchase service touchpoints. The incumbent will drive service quality, optimize repair and tailoring operations, and support the continuous enhancement of after-sales services in line with the Company standards.
Responsibilities:
Leadership & After Sales Repair Center Management
- Lead, coach and supervise the after-sales team, including store-based executives, in-store tailors and leather craftsman, ensuring the highest standards of craftsmanship and customer service
- Manage team performance through regular technical assessments, performance reviews and on-going development initiatives of the tailoring and repair team
- Handle complex customer complaints and escalations, delivering effective service recovery solutions while safeguarding brand reputation
- Establish SOPs for the repair centre and tailoring stations to enhance operational efficiency, consistency and service quality
- Oversee inventory management for spare parts, repair materials, and tailoring supplies, including forecasting, replenishment planning and stock control
- Drive service excellence by identifying gaps in the customer journey and implementing initiatives to improve customer satisfaction and operational effectiveness
Reporting and Data Administration
- Monitor and analysis monthly KPIs, including repair lead times, complaint resolution rates, and tailor productivity to drive continuous improvement
- Conduct root-cause analysis on service issues, recurring product defects and operational challenges, providing actionable recommendations to management
- Maintain data integrity within the system, ensuring all qualitative information and store cards are accurately recorded
- Compile systematic reports (After-sales performance, Tailor Workload, and Store Card) for management review
Operational & Back-office Support
- Collaborate closely with cross-functional departments, including Legal, Logistics, Retail and other business functions, on T&C updates and operational issues
- Manage relationships with external vendors and specialized repair workshop to ensure sufficient repair capacity and service quality
- Organize and facilitate technical training for retail team to improve product knowledge and improve on-site repair assessments
- Coordinate logistics activities to ensure the timely, secure and efficient transportation of repair items between stores, workshops and customers
Requirements:
- Tertiary educated with minimum 5 years of relevant experience in after-sales, customer service or repair operations within luxury retail or similar capacity
- Strong expertise in complaint management customer service recovery and handling high-profile customer escalations
- Meticulous and detail-oriented with a proven track record of driving systematic results and operational efficiency
- Strong interpersonal and leadership skills with the ability to motivate, develop, and manage diverse teams
- Excellent communication, presentation, and problem-solving skills
- Advanced proficiency in office software applications (Word, Excel, PowerPoint) and CRM systems
- Fluent in written and spoken English and Chinese (Cantonese and Mandarin). Knowledge of French is a plus
- Willing and able to travel regularly for store visits and operational support